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Workshop Description The Telephone is probably the most widely used form of communication within an organization has with its customers. Many a times, if forms the first impression a customer has with the organization. This Telephone Etiquette introduces the essential and fundamental soft-skills elements associated with telephone skills and is created for all employees in the organization to ensure the customer receives a pleasant experience. Workshop Learning Objectives • To understand the importance of professional telephone customer service; • To develop fundamental key communication skills; • To understand the inbound call structure; • To learn to build rapport with customers; • To have a proper call opening and call closing; • To learn to transfer and place a customer on hold professionally; • To learn to avoid revealing crucial information within the organization. Who Should Attend? • Executives • Officers • Clerical